Cleaner Dulwich Terms and Conditions
These Terms and Conditions apply to all domestic and commercial cleaning services provided by Cleaner Dulwich and set out the basis on which services are delivered, amended, paid for and, where necessary, cancelled. By making a booking, you agree to these terms in full. Please read them carefully before confirming any appointment for cleaning services, one-off cleans, regular maintenance visits or any related task agreed in writing. These terms are intended to create a clear and fair framework for both parties, helping to ensure that every professional cleaning service is arranged and completed with proper understanding of responsibilities.
The wording of these terms applies to all instructions accepted by Cleaner Dulwich, whether the work is booked online, by telephone, by email or through any other arrangement confirmed by us. References to we, us and our mean Cleaner Dulwich. References to you and your mean the customer, client, tenant, landlord, agent, business or other person requesting the service. Any variation to these terms must be agreed in writing and signed or otherwise confirmed by an authorised representative of our company.
These terms should be read alongside any quotation, estimate, service schedule, cleaning checklist or written job specification issued for your booking. If there is any inconsistency, the written quotation or service confirmation will apply only to the extent of that inconsistency, and these terms will otherwise remain in force. We may update the wording from time to time to reflect operational or legal changes, and the version in force at the time of booking will apply to that booking unless a different version is expressly agreed.
Booking Process
A booking is not confirmed until we have accepted your request and issued confirmation. The booking process may involve an initial enquiry, a discussion of your requirements, a quotation, and the confirmation of an appointment date and time. Cleaner Dulwich may request additional information about the property, the type of cleaning required, access arrangements, pets, parking, alarm systems, health and safety concerns or other practical matters before confirming the service. We reserve the right to decline a booking where we consider that the work is unsuitable, unsafe, outside our service scope or likely to require specialist treatment beyond our standard offering.
Any quotation provided is based on the information you supply and may be revised if the actual conditions differ materially from what was described. Examples include, but are not limited to, excessive dirt, severe staining, inaccessible areas, urgent deadlines, insufficient utilities, hazardous conditions or a change in the size or condition of the premises. If a revised price is necessary, we will aim to explain the reason clearly before work begins or as soon as the issue becomes apparent. Continued use of the service after revision is communicated will be taken as acceptance of the updated terms for that appointment.
It is your responsibility to ensure that the person booking the service is authorised to do so on behalf of the property owner, landlord, tenant, occupier or business. If you arrange a Cleaner Dulwich appointment for a third party, you remain responsible for payment unless we have agreed otherwise in writing. Where recurring services are arranged, the booking schedule will be deemed accepted once confirmed, and access, cancellation and payment obligations will apply to each visit unless the arrangement is formally amended.
Payments and Charges
Payment terms will be stated in the quotation or booking confirmation. Unless otherwise agreed, payment is due on completion of the service or before the service begins where advance payment has been requested. We may require a deposit for certain bookings, including larger projects, repeat visits, urgent appointments or services requiring specific allocation of staff and equipment. Deposits may be non-refundable where we have reserved time and resources specifically for your appointment, subject always to your statutory rights.
All prices are stated in pounds sterling and may be subject to VAT where applicable. Any additional charges arising from changes to the scope of work, extended time on site, extra materials, special equipment, parking costs, congestion-related charges, or other reasonable expenses will be communicated where possible. If payment is not received when due, we may charge reasonable interest and recovery costs in accordance with applicable law. We also reserve the right to suspend future bookings, withhold ongoing service or decline further work until outstanding sums are paid in full.
You are responsible for providing accurate billing information and ensuring that payment can be made by the agreed method. If a third-party payer, managing agent or other representative is expected to settle the account, that arrangement must be confirmed in advance and does not release you from liability unless we expressly agree in writing. Any dispute about an invoice must be raised promptly and in good faith. Undisputed amounts must still be paid by the due date.
Cancellations, Rescheduling and Access
We understand that plans may change, but cancellations and rescheduling must be made with reasonable notice. Unless a different period is stated in the confirmation, you must provide at least 48 hours’ notice to cancel or move a standard appointment without charge. Short-notice cancellation may result in a cancellation fee or the loss of any deposit, especially where a cleaner has already been allocated, transport arranged or materials prepared. For regular services, repeated late cancellations may lead to cancellation of the ongoing contract.
If we are unable to complete the service because of lack of access, incorrect information, failure to provide keys or codes, unsafe conditions, or your absence at the arranged time where attendance is required, the booking may be treated as a late cancellation and charged accordingly. You are responsible for ensuring that access arrangements are workable and that the premises are ready for cleaning. Where a property is alarmed, secured or managed by a third party, any relevant instructions must be given in full before the appointment date.
We may reschedule or cancel a booking if staff safety, weather conditions, equipment failure, illness, travel disruption or other circumstances beyond our control make it impractical or unsafe to perform the service as planned. In such cases, we will use reasonable efforts to offer an alternative time. Our liability for cancellation caused by events beyond our control is limited to refunding any payment received for the affected appointment, unless further compensation is required by law. We are not responsible for consequential losses arising from a lawful cancellation or rescheduling.
Service Standards and Customer Responsibilities
Our aim is to deliver a consistent cleaning service carried out with reasonable skill and care. However, the outcome of any visit depends on the condition of the premises, the time available, the materials and equipment provided, and the instructions given. You must tell us in advance about fragile surfaces, delicate items, known defects, specialist materials, pets, security concerns, asbestos risks or other issues that could affect the work. We may refuse to clean areas or items that present a risk to property, health or safety.
Unless otherwise agreed, you are responsible for removing valuables, securing sensitive documents, and protecting items that could be damaged by routine cleaning processes. We are not required to move heavy furniture, dismantle fittings, climb unsafe heights, or handle items where doing so could create risk. If you ask us to use your own cleaning products or equipment, you accept responsibility for their suitability, safety and condition unless damage is caused by our negligence. We may stop work if we believe the conditions are unsafe, unlawful or unsuitable.
Any complaint about the service should be raised as soon as reasonably possible and, in any event, within a reasonable period after completion. If we agree that work has not been carried out in accordance with the confirmed specification, our preferred solution is usually to return and re-perform the relevant part of the service within a reasonable time. This is our first opportunity to resolve issues. Except where the law requires otherwise, this remedy is offered in place of any immediate cash compensation for minor service concerns.
Liability and Insurance
Cleaner Dulwich will not exclude or limit liability where it would be unlawful to do so. Nothing in these Terms and Conditions limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we shall not be liable for indirect, special or consequential losses, including loss of profit, loss of business, loss of opportunity or reputational harm arising from the use of our services.
We accept responsibility only for damage or loss directly caused by our proven negligence, and then only to the extent of a reasonable and foreseeable loss. We are not responsible for pre-existing damage, wear and tear, hidden defects, structural weaknesses, faulty fittings, unstable items, poor-quality materials or issues arising because the property was not adequately prepared for cleaning. Where an item is especially valuable, fragile, sentimental or irreplaceable, you should inform us before the service begins so that appropriate precautions can be discussed.
Our staff and contractors are expected to act with care and professionalism, but some tasks involve inherent risks, particularly where surfaces are slippery, contaminated or difficult to access. You agree to notify us immediately if you become aware of any incident, breakage or concern. We may request photographs, access to the relevant area and reasonable cooperation to investigate any claim. Any claim should be made promptly and supported by evidence where available. Failure to take reasonable steps to reduce loss may affect any remedy.
Waste Regulations and Disposal
All waste removal associated with a Cleaner Dulwich booking must comply with applicable UK waste laws and local regulations. We will only remove and dispose of waste if this has been expressly agreed in the service scope. Ordinary cleaning waste, such as packaging, light debris or disposable materials used during the service, may be handled as part of the appointment where lawful and practical. Larger volumes, controlled waste, electrical items, sharps, paint, chemicals, bodily fluids or hazardous materials are excluded unless specifically agreed in advance and handled in accordance with legal requirements.
You must disclose any potentially regulated or hazardous waste before the appointment. If waste is discovered on site that falls outside the agreed scope, we may refuse to touch it, may suspend the service, or may charge additional fees for specialist handling where permitted by law. It is your responsibility to ensure that waste is properly segregated, labelled and presented for collection or disposal where relevant. We do not accept responsibility for waste that is incorrectly described, unlawfully stored, or mixed with prohibited materials by the customer or another third party.
Where we transport waste, we will do so only in accordance with the relevant legal framework and any duty of care requirements that apply. You agree not to request that we dispose of waste illegally, evade lawful disposal fees, or misrepresent the nature of any material handed over for removal. If we believe that any requested disposal would breach environmental, health and safety or other legal obligations, we may refuse the request without liability. You remain responsible for ensuring that all waste-related instructions are accurate and lawful.
Termination, Suspension and Force Majeure
We may suspend or terminate services immediately if you fail to pay, repeatedly breach these terms, provide unsafe access, request unlawful conduct, or behave abusively toward staff or contractors. We may also end an ongoing arrangement on reasonable notice where continuing would no longer be practical or commercially viable. If termination occurs, you must pay for all services properly delivered up to the effective termination date, together with any agreed cancellation charges.
Neither party will be liable for failure or delay caused by events beyond reasonable control, including severe weather, transport disruption, fire, flood, epidemic, industrial action, equipment failure, utility outage, or government action. Where such an event affects performance, the affected obligation will be suspended for the duration of the event and resumed as soon as reasonably practicable. If the event continues for an extended period, either party may cancel the affected booking on written notice without further liability, save for sums due for services already performed.
These Terms and Conditions are intended to be fair and enforceable. If any provision is held invalid or unenforceable, the remainder will continue in full force. No failure or delay in enforcing any right shall operate as a waiver of that right. Any waiver must be in writing. The headings in these terms are for convenience only and do not affect interpretation.
Governing Law
These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer protection rules allow a different forum. If you are a consumer, nothing in these terms affects your statutory rights under applicable UK consumer law. If you are a business customer, you confirm that you have authority to contract and that these terms represent the whole agreement between the parties in relation to the relevant booking unless varied in writing.
